File Download

There are no files associated with this item.

  Links for fulltext
     (May Require Subscription)
Supplementary

Article: What to tell consumers in waits of different lengths: An integrative model of service evaluation

TitleWhat to tell consumers in waits of different lengths: An integrative model of service evaluation
Authors
Issue Date1996
PublisherAmerican Marketing Association. The Journal's web site is located at http://www.marketingpower.com
Citation
Journal Of Marketing, 1996, v. 60 n. 2, p. 81-90 How to Cite?
AbstractThe authors conduct an experimental study to examine the impact of two types of waiting information - waiting-duration information and queuing information - on consumers' reactions to waits of different lengths. The authors test a model that includes three different constructs - perceived waiting duration, acceptability of the wait, and affective response to the wait - as mediators between waiting information and service evaluation. Results show that though acceptability of the wait and affective response to the wait have a significant mediating effect on the relationship between waiting information and service evaluation, perceived waiting duration does not. Moreover, neither type of information has significant impact in the short-wait condition, whereas waiting-duration information has greater impact than queuing information in the intermediate-wait condition and a smaller impact in the long-wait condition. The authors conclude with a discussion of research and managerial implications.
Persistent Identifierhttp://hdl.handle.net/10722/177855
ISSN
2015 Impact Factor: 3.885
2015 SCImago Journal Rankings: 6.612
References

 

DC FieldValueLanguage
dc.contributor.authorHui, MKen_US
dc.contributor.authorTse, DKen_US
dc.date.accessioned2012-12-19T09:40:35Z-
dc.date.available2012-12-19T09:40:35Z-
dc.date.issued1996en_US
dc.identifier.citationJournal Of Marketing, 1996, v. 60 n. 2, p. 81-90en_US
dc.identifier.issn0022-2429en_US
dc.identifier.urihttp://hdl.handle.net/10722/177855-
dc.description.abstractThe authors conduct an experimental study to examine the impact of two types of waiting information - waiting-duration information and queuing information - on consumers' reactions to waits of different lengths. The authors test a model that includes three different constructs - perceived waiting duration, acceptability of the wait, and affective response to the wait - as mediators between waiting information and service evaluation. Results show that though acceptability of the wait and affective response to the wait have a significant mediating effect on the relationship between waiting information and service evaluation, perceived waiting duration does not. Moreover, neither type of information has significant impact in the short-wait condition, whereas waiting-duration information has greater impact than queuing information in the intermediate-wait condition and a smaller impact in the long-wait condition. The authors conclude with a discussion of research and managerial implications.en_US
dc.languageengen_US
dc.publisherAmerican Marketing Association. The Journal's web site is located at http://www.marketingpower.comen_US
dc.relation.ispartofJournal of Marketingen_US
dc.titleWhat to tell consumers in waits of different lengths: An integrative model of service evaluationen_US
dc.typeArticleen_US
dc.identifier.emailTse, DK: davidtse@hku.hken_US
dc.identifier.authorityTse, DK=rp01100en_US
dc.description.naturelink_to_subscribed_fulltexten_US
dc.identifier.doi10.2307/1251932-
dc.identifier.scopuseid_2-s2.0-0030548126en_US
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-0030548126&selection=ref&src=s&origin=recordpageen_US
dc.identifier.volume60en_US
dc.identifier.issue2en_US
dc.identifier.spage81en_US
dc.identifier.epage90en_US
dc.publisher.placeUnited Statesen_US
dc.identifier.scopusauthoridHui, MK=7005746406en_US
dc.identifier.scopusauthoridTse, DK=7101916504en_US

Export via OAI-PMH Interface in XML Formats


OR


Export to Other Non-XML Formats